Changes to how we provide our services
As of 24 March 2020
In light of the current crisis, we are continuing to provide our full range of services, but are making some necessary changes to the way we operate in some cases.
We have over 80 years of experience supporting our community. We are doing our utmost to continue with uninterrupted service delivery, while taking appropriate health precautions to protect our people and our clients. For some services, this will necessarily involve changes to the way we operate.
Our reception areas across all State Trustees locations are now closed until further notice. This is in line with the latest government advice, which calls for a reduction in non-essential face-to-face interaction to prevent the virus spreading to more people. We will seek to interact with you by phone, email or post wherever possible.
Conversations with us over the phone will remain the best starting point for discussions regarding your needs. In situations where there is a need for a face-to-face meeting, we will arrange for it to be conducted in a way that appropriately safeguards our employees and your safety.
We are exploring ways we can continue to provide our services, such as preparing wills, without the need for a face-to-face meeting.
We continue to monitor developments carefully, and will provide updates to our clients and the public if there is any major change. Please don’t hesitate to contact us if you have any questions or concerns.
We understand this is a difficult time for many Victorians, and we thank you for your patience and understanding.
Please stay safe, and continue to check in with family and friends.
Need more information about COVID-19?
You can visit the Australian government COVID-19 website for the latest information.
Frequently Asked Questions
Is State Trustees still open and providing services?
Yes. The global COVID-19 pandemic has caused some disruption to the way we provide services, but we are adapting our services so we can provide Victorians with what they need during the coronavirus outbreak.
Due to the recent outbreak of the coronavirus we are no longer holding visits at our offices and our reception areas are now closed. Our priority is ensuring the health and wellbeing of our people and the Victorian community, so we are doing our part to help reduce the spread of the disease by limiting face-to-face contact as much as possible.
Are you still providing face-to-face meetings with financial administration clients?
We have changed the way we are talking to our new clients. Until further notice, these consultations will be done over the phone. Our Client Relations team will contact you to book a convenient time for this conversation. Alternatively, you can contact us by calling our contact centre on 1300 138 672.
How can I contact State Trustees regarding financial administration?
You can speak to someone at State Trustees by calling our contact centre on 1300 138 672 or by email at firstname.lastname@example.org. This is a difficult time for many Victorians, and we thank you for your patience and understanding.
Wills and Power of Attorney appointments
I have a will or power of attorney appointment, will it go ahead?
We are exploring all avenues on how to provide these services, however the current crisis means we cannot hold face-to-face meetings. Please call for us to help with other arrangements.
We’ve cancelled all visits to homes, aged care facilities and hospitals to ensure the safety of customers and staff. Please don’t hesitate to contact us if you have any questions or concerns.
Can I still make an appoint to have my will or power of attorney written or updated?
Yes, appointments can still be made, however we’ve changed the way we conduct our appointments. Until further notice appointments will be done over the phone where possible.
How do I get my documents from the Victorian Will and Powers of Attorney Registry (Will Bank)?
There is no change to the process of retrieving your documents. You can retrieve your documents by calling 03 9667 6444.
I need to have a power of attorney activated.
Please call the New Wills and Estates team on 03 9667 6112 and we will help with the activation.
Will you still be managing my trust?
We will continue to manage trusts as we have been. We will notify customers if we foresee any disruptions.
I am beneficiary of a deceased estate, will you keep managing the estate?
Yes, we’ll continue as we have been. We often work with other organisations such as banks and utility providers to administer a deceased estate. There may be some delays with these organisations as they respond to coronavirus. We thank you for your patience and understanding.
I’m an executor of an estate, can you still help?
Yes, we’re still able to help you administer an estate.
I’ve made a submission for a State Trustees Australia Foundation Community Inclusions Grant. Is the grant round still going ahead?
Yes, all grant applications are being assessed and the grant round will continue as planned.